Customer Success Manager

Summary

Join ReversingLabs as a Customer Success Manager and become a trusted advisor to key accounts, ensuring technical progress aligns with customer priorities and long-term success. You will build and maintain strong relationships with stakeholders, develop customer success plans with clear KPIs, and lead quarterly business reviews. Collaboration with Customer Success Engineers is key to ensure technical delivery meets customer objectives. Monitor renewal timelines, identify expansion opportunities, and partner with Sales and Renewals for account growth. Proactively address customer challenges and advocate internally for their needs. Maintain accurate account health data and stay informed on industry trends. This role requires strong communication, presentation, and analytical skills, along with experience in customer success or account management within a B2B SaaS or cybersecurity environment.

Requirements

• 5-6 years of experience in Customer Success, Account Management, or a client-facing role in a B2B SaaS or cybersecurity environment
• Proven ability to build and manage relationships with executive stakeholders and cross-functional customer teams
• Strong understanding of how to connect product usage and technical success to broader business outcomes
• Experience managing a portfolio of accounts with structured success planning, QBRs, and renewal forecasting
• Excellent communication, presentation, and facilitation skills, with the ability to lead executive conversations
• Familiarity with Customer Success platforms (e.g., PlanHat, Gainsight) and CRM systems (e.g., Salesforce)
• Comfortable working collaboratively across Sales, Technical, and Product teams to drive customer outcomes
• Analytical mindset with the ability to interpret customer data, identify trends, and act on risks or opportunities
• Self-motivated and organized, with strong attention to detail and a bias toward proactive engagement
• Willingness to travel occasionally for strategic customer meetings or business reviews

Responsibilities

• Serve as the strategic business partner for a portfolio of customers, owning the post-sale relationship and driving executive engagement
• Build and maintain strong relationships with key stakeholders across business, security, and procurement functions
• Develop and maintain structured Customer Success Plans that align customer goals to ReversingLabs capabilities and define clear KPIs for value realization
• Lead Quarterly Business Reviews (QBRs) that connect product adoption and technical outcomes to measurable business impact and ROI
• Collaborate closely with Customer Success Engineers (CSEs) to ensure technical delivery is mapped to customer objectives and is progressing toward defined success milestones
• Monitor renewal timelines, identify expansion opportunities, and partner with Sales and Renewals to develop strategies for account growth and risk mitigation
• Proactively identify customer challenges or changes in priorities and take action to maintain alignment and satisfaction
• Advocate internally for customer needs, providing feedback to Product, Marketing, and Sales to influence roadmap and messaging
• Maintain accurate account health data and forecast renewal likelihood using internal tools and CRM platforms
• Stay informed on industry trends, customer use cases, and evolving risk factors that impact strategic engagement

Benefits

• Competitive compensation packages (base, bonus, and equity)
• HRA - RL covers your Medical deductible through reimbursements
• Employer paid dental, vision, disability & life insurance
• Voluntary Buy up Life Insurance for you and your dependents
• 401k: Traditional and Roth
• Flexible Spending Accounts (health & dependent)
• Flexible PTO-take time when you need it
• Quarterly (3 day) Wellness Weekends
• Access to Udemy Business for professional development and continuous learning across a wide range of courses
• Pet insurance
• Hospital Indemnity insurance and Accident insurance
• Employee Assistance Plan (EAP)- offering mental health, financial, and legal resources
• Remote Work Stipend to cover the cost of your internet and cell phone cost
• All employees receive a complimentary membership to the Calm app, promoting mental well-being, and stress reduction
• Volunteer Time allowance of 8 hours yearly to support the 501c of your choice
• Opportunities for advancement
• Innovative and collaborative work environment